Technical Support Specialist (Hybrid)

Company Overview At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department Overview Safety and security are at the heart of everything we do at Motorola Solutions. We build and connect technologies to help protect people, property, and places. Within the Motorola Network Operations Center, our team enables the collaboration that is critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. We deliver 24/7 mission-critical operations to analyze real-time alerts, maintain optimal network availability, and help to ensure rapid response when critical issues arise.

As a Technical Support Senior Specialist, you will drive swift, effective issue resolution and escalation management to maintain the highest service quality for our global customers. Operating in a fast-paced 24/7 Network Operations setting, you will leverage a systematic troubleshooting approach and deep technical curiosity across a diverse portfolio of video security, server, and networking technologies. We believe that everything starts with our people, and we empower each team member to take complete ownership, mentor colleagues, and foster a customer-first mentality. Bachelor's degree or equivalent practical experience is valued for this role.

Technical Troubleshooting & Escalation Management Analyze, research, and systematically resolve complex technical issues related to video management systems, cameras, servers, and IP networks across phone and digital channels Observe and evaluate critical system alerts within the Network Operations Center, helping to ensure rapid response, accurate case documentation, and appropriate technical escalation Collaborate closely with Engineering teams on an as-needed basis to prioritize, drive, and resolve complex technical cases Customer Experience & Process Leadership Help to provide an exceptional, empathetic customer experience across incoming calls, live chats, emails, and escalated requests while effectively managing competing priorities Help to ensure timely, accurate status notifications regarding network operations and maintenance schedules to keep all key stakeholders fully informed Practice Knowledge-Centered Service (KCS) principles to document software, hardware, and network details accurately in the case management platform Continuous Learning & Team Mentorship Maintain up-to-date expertise in evolving MSI products and technologies, keeping pace with continuous innovation across the safety and security ecosystem Mentor and upskill colleagues by sharing technical knowledge and internal operational best practices Guide customers and partners toward adopting optimal system configurations and operational best practices Job Requirements: Technical Expertise IP Networking to configure, diagnose, and troubleshoot routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting protocols Operating Systems & Hardware to install, configure, maintain, and resolve issues across diverse software, server, and hardware platforms Video Security Systems to analyze and support Video Management Systems (VMS), IP cameras, and streaming video standards (such as ONVIF) CRM Systems to manage case queues, maintain tracking logs, and prioritize tasks effectively Professional Experience Technical Problem Solving to apply analytical skills, systematically isolate technical root causes, and resolve issues efficiently Stakeholder Communication to explain complex technical solutions clearly (both